Clinical Coordinator - Band 4

Job responsibilities

1.1. RTT/Pathway responsibilities:

• Using Qlikview on a daily basis, liaise with the Patient Pathway Team across the Trust as a whole, to ensure co-ordination of all elements of the patient pathway. This may include highlighting patient target dates to ensure that investigations/diagnostics are carried out and results received in a timely manner.

• To liaise with the Appointments Centre regarding outpatient clinic bookings as necessary and ensure patient follow up appointments are booked as soon as results are known and are available for clinic appointment.

• Monitor patients who are sent to other Trusts for treatment to ensure they do not breach 18 weeks (MDS forms) in conjunction with Patient Pathway Team.

• For all tertiary referrals, responsible for the provision of the Inter Provider Transfer Minimum Data Set within 48 hours of referral.

• For all internal C2C referrals, responsible for raising C2C form and submitting it to appropriate specialty within 48 hours of referral.

• To highlight any potential breaches or delays in the patient’s pathway to the Team Leader, Patient Pathway Team or Service Manager according to the Trust’s escalation policy.

• Attend regular team meetings arranged by Team Leader (e.g. PTL meetings).

• Competent use of Patient Centre, in particular in relation to the 18 week patient pathway, after training in accordance with required Trust standards of work. Ensure changes notified by patients are added accurately and immediately.

1.2. Clinic responsibilities:

• To be responsible for, and actively manage specialty waiting lists, out-patient procedure bookings on behalf of the specialty Clinical Team to ensure that the patient reaches the point of treatment within relevant time-scales.

• To liaise directly with patients to book, cancel, and rebook any outpatient appointments or procedure dates, taking into consideration of 18 week and cancer targets.

• To be responsible for sending out relevant appointment letters, and cancelling/rebooking patients appointments.

• Responsible for checking all clinic letters are completed accurately, and outcomes cashed up on Patient Centre within 5 days of clinic.

• Monitor overbooking of clinics and arrange additional clinics to meet 18 week and cancer targets in conjunction with clinicians and Service Managers.

• Manage changes in clinic templates as directed by Team Leader/Service Manager. This includes ad-hoc clinics and co-ordinating changes to clinics with Team Leader.

• Responsible for ensuring that all clinical activity (including those held at other trusts/organisations) are reduced/ cancelled when necessary, adhering to relevant procedures, notifying managers and other consultants within the department of any planned leave (inc sick, study & professional leave) for consultants.

1.3. General responsibilities:

• As part of a team with other Clinical Office Administrative Co-ordinators, provide secretarial/admin cover from Monday to Friday each week within the specialty.

• General office duties including filing, photocopying, scanning & answering the phones.

• Provide a fast and accurate clinical correspondence secretarial/admin service with proficient use of appropriate software and systems to meet the required Trust’s standard of work. As appropriate, prepare straightforward replies and requests for consultant teams.

• Work as part of the administrative team to ensure that clinic letters are downloaded, printed and proof read using the transcription service. Once letters are approved by clinicians, send-off (electronically or by post).

• To use new working systems within the Clinical Office to promote an efficient service, i.e. Dictate IT, E-RS, Docman, Evolve, PAS, CRIS, ICE & the storage of appropriate information electronically on shared drives.

• Ad-hoc retrieval of medical records/investigation results relating to patient/GP/Consultant enquiries, liaising with all staff concerned with patient services as necessary i.e. medical nursing, medical records, pathology, histology and management

• Provides first point of contact for written and telephone queries on behalf of consultants and teams, using judgement to establish validity and priority of the contact.

• Responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times.

• Demonstrate an understanding and reassuring manner when dealing with patients and their relatives.

• Ensure that all results are checked by the Consultant and then filed in the appropriate medical records or forwarded to other parties as required.

• Attend relevant departmental meetings and provide Secretarial services as required – e.g. booking venues, typing accurate minutes and agendas and circulating documentation as required.

• Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate

• Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person.

• When required, chase up responses to complaints within optimum deadlines and forward to the correct party within the Trust. To ensure patient complaints and internal information governance failings are logged onto the Datix system.

• To take an active part in Progress & Development Reviews and to maintain and update Personal Development Folder in accordance with Agenda for Change.

• Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained

• Support and assist in the implementation of any relevant Trust and Directorate policies on behalf of the Consultant team.

• Support the day-to-day organisation and management responsibilities of the Consultant, diary, arrange meetings, appointments etc. or cancellation of outpatient clinics or theatre lists.

• Responsible for training clinical staff in the use of dictating machines, clinic outcome forms and any other protocols relevant to the department.

• Responsible for ensuring copies of clinic letters are available in notes/ Evolve for booked operations.

• Co-operate fully in the introduction of new technology and new methods of working as appropriate to the work of the administrative team.

• Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.

• To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.

• Establish good levels of communication and liaison with other secretaries, medical staff and other departments and hospitals.

• Undertake all mandatory training as required by the Trust, inc RTT suite training

Qualifications

Essential

• RSA NVQ or equivalent typing and computer skills
• English GCSE Grade C or equivalent.

Desirable

• At least 60 wmp typing skills
• ECDL
• AMSPAR Diploma

Knowledge

Essential

• NHS Constitution
• Trust vision values and strategic objectives
• Of a wide range of secretarial administrative procedures

Desirable

• Of NHS systems and procedures

Other Requirements

Essential

• Able to demonstrate that you are honest, reliable and trustworthy
• Treat patients, visitors, colleagues with respect
• Ability to travel between Trust sites
• Ability to be flexible to meet the needs of the team, the service and the Trust
• Team player
• Self-motivated
• Proven organizational skills
• Able to use initiative
• Ability to prioritize workload
• Ability to work to deadlines
• Ability to copy under pressure
• Flexible approach to workload

Experience

Essential

• Previous secretarial experience
• Previous experience of working in a busy office and dealing with conflicting demands

Desirable

• NHS experience
• Taking minutes
• Experience of working in a front line position with the general public

Attitude Behaviour and Values

Essential

• Always puts patients first
• Customer service focus
• Willing and able to take personal responsibility
• Demonstrates passion for excellence
• Seeks out and takes opportunities for improving the service offered
• Takes pride in their work and their team
• Flexible in their attitudes and behaviours to support team working and delivery of objectives
• Respects, values and cares for others
• Supports learning and development of self and others
• Supports and promotes equality and diversity

Skills

Essential

• Must be able to demonstrate, in relation to patients, visitors, colleagues and other individuals connected with the Trust and NHS:
• You have knowledge & awareness of diversity and human rights as appropriate to your role
• You are able to communicate effectively to ensure high standards of care, treatment, service or support as appropriate to your role,
• Patient facing roles -be able to understand an individuals communication, physical & emotional needs; recognise their needs and preferences
• Fast, accurate copy typing
• Able to compose letters on own initiative or with minimal instruction
• Able to provide a customer focussed service
• Able to use initiative and judgement in dealing properly with day to day issues and queries.
• Confident in use of computer package such as Excel
• Ability to learn new computer systems
• Good written and verbal communication skills
• Able to deal sensitively and tactfully with all contacts and maintain confidentiality.

Desirable

• Knowledge and experience of Patient centre and other NHS software